Multi-Channel Student Support Specialist

Walden University; Maryland; On-site; USD 51,577,000 - 65,904,000; Full time

Benefits offered by this job

Health, dental, vision, life and disa­

401k with 6% employer match

Paid vacation days

Paid holidays

Job summary

Walden University is seeking a Customer Service Representative to handle inbound and outbound communications (phone, chat, SMS, email) and route inquiries to the appropriate department. The CSR will also reach out to selected students and document interactions in Salesforce, ensuring timely follow-up and high service quality.

The role requires strong organizational and communication skills, with a schedule that includes weekday evenings and Sunday shifts.

Qualifications

• High School Required.
• Bachelor's Degree Preferred.
• 3+ years of customer service experience preferred.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Excellent organizational, written and verbal communication skills.
• Knowledge of administrative and clerical processes.
• Exceptional time management, follow-up, multitasking and problem-solving skills.
• Ability to stay organized in a fast-paced environment.
• Energetic, motivated, solutions oriented.

Responsibilities

• Provide initial support for customers by steering prospects to the appropriate team for service.
• Respond to customer inquiries through phone, chat, email and possibly SMS.
• Support select reserved students to counsel concerns by way of outlined published offers and/or documented counseling practices.
• Document calls, chats, emails and customer information within Salesforce according to SOPs and for tracking purposes.
• Resolve customer issues at the front line.
• Identify customer concerns and escalate as needed to the CSR Supervisor, Enrollment Manager and/or Director.
• Provide feedback and suggestions for new strategies to improve servicing efficiency and effectiveness.
• Assist the CSR Supervisor with pilot and outbound call initiatives.
• Stay up-to-date on business processes and product knowledge; attend training to ensure quality.
• Performs other duties as assigned
• Complies with all policies and standards

Skills

Customer service

Communication

Time management

Multi-tasking

Problem solving

Education

High School Diploma required

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Walden University is seeking a Customer Service Representative to handle inbound and outbound communications (phone, chat, SMS, email) and route inquiries to the appropriate department. The CSR will also reach out to selected students and document interactions in Salesforce, ensuring timely follow-up and high service quality.

The role requires strong organizational and communication skills, with a schedule that includes weekday evenings and Sunday shifts.